RITM Stage Set to "Request Approved" at Creation

[MHimabindu]

Hello Community,

I'm facing an issue where, at the time of RITM creation, the stage is immediately set to "Request Approved" from "Waiting for Approval". Additionally, the activity log shows that the update was made by the user who opened the request.

I’ve already verified the Business Rules (BRs) and couldn’t find any that are setting the stage to "Request Approved" during creation.

Has anyone encountered this behavior before? Could this be driven by a request workflow, script include, or any other configuration that I might be overlooking?

Any guidance or suggestions on where else to check would be greatly appreciated!

Thanks in advance!

[Dr Atul G- LNG]

Hi @MHimabindu 

https://www.servicenow.com/community/itsm-forum/flow-designer-set-stage-to-request-approved-instead-...

[Bhuvan]

@MHimabindu 

Check this knowledge article,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0996598

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[MHimabindu]

@Bhuvan  

I have reviewed the referenced article and the issue is not with the flow. The issue appears even before the flow triggered.

During the creation of the RITM, the stage is initially set to "Waiting for Approval", but it unexpectedly transitions to "Request Approved" within a second. Subsequently, as part of the flow execution, the stage is reset from "Request Approved" back to "Waiting for Approval".

This behavior seems to be specific to items where Flow Designer is used. Items driven by traditional workflows do not exhibit this issue.

Thanks!

[Ankur Bawiskar]

@MHimabindu 

this is expected behavior.

As soon as RITM is generated the OOTB Workflow on sc_request triggers in the session of the user who raised the REQ and it auto approves the REQ.

Once REQ is approved, flow on RITM trigger and it updates the Stage.

If my response helped please mark it correct and close the thread so that it benefits future readers.